Followed theproper 5-point holdprocedureAsked "if there'sanything else toassist with" priorto transfer/callendingDispositionedthe callproperlyAnswered thecall within 10seconds (micdown vs up)Ready to takethe callOwned theresolutionwith positivephrasingDidn'tover talkthecustomerConfirmed thereason forcalling outsideof thecompassionstatementDeliveredanexceptionalexperienceAskedprobingquestionsTroubleshootedthe issuebeforetransferringProvidedclearinstructionsBuild rapportaround thesmart deviceRemainedconversationalAssured thecustomerthat we canassistReassuredthe customerwith 3 powerwordsWarmTransferAcknowledgethe customerby their nameLeftdetailednotesUsedtoolsSent anACE toa peerTailored theempathystatement tothe reasonfor callingMentionedtheoutboundscriptAssistedin thegroupchatEnthusedtone fromstart tofinishCelebratedwins with thecustomer(reassurance)Brandedthe callScheduleda callbackRecapped the callprior toending/transferringSharedbestpracticeswith a peerFollowed theproper 5-point holdprocedureAsked "if there'sanything else toassist with" priorto transfer/callendingDispositionedthe callproperlyAnswered thecall within 10seconds (micdown vs up)Ready to takethe callOwned theresolutionwith positivephrasingDidn'tover talkthecustomerConfirmed thereason forcalling outsideof thecompassionstatementDeliveredanexceptionalexperienceAskedprobingquestionsTroubleshootedthe issuebeforetransferringProvidedclearinstructionsBuild rapportaround thesmart deviceRemainedconversationalAssured thecustomerthat we canassistReassuredthe customerwith 3 powerwordsWarmTransferAcknowledgethe customerby their nameLeftdetailednotesUsedtoolsSent anACE toa peerTailored theempathystatement tothe reasonfor callingMentionedtheoutboundscriptAssistedin thegroupchatEnthusedtone fromstart tofinishCelebratedwins with thecustomer(reassurance)Brandedthe callScheduleda callbackRecapped the callprior toending/transferringSharedbestpracticeswith a peer

HERO Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


1
N
2
O
3
I
4
G
5
O
6
N
7
G
8
O
9
G
10
I
11
O
12
O
13
I
14
I
15
B
16
I
17
N
18
O
19
G
20
G
21
B
22
B
23
I
24
G
25
B
26
B
27
B
28
N
29
N
  1. N-Followed the proper 5-point hold procedure
  2. O-Asked "if there's anything else to assist with" prior to transfer/call ending
  3. I-Dispositioned the call properly
  4. G-Answered the call within 10 seconds (mic down vs up) Ready to take the call
  5. O-Owned the resolution with positive phrasing
  6. N-Didn't over talk the customer
  7. G-Confirmed the reason for calling outside of the compassion statement
  8. O-Delivered an exceptional experience
  9. G-Asked probing questions
  10. I-Troubleshooted the issue before transferring
  11. O-Provided clear instructions
  12. O-Build rapport around the smart device
  13. I-Remained conversational
  14. I-Assured the customer that we can assist
  15. B-Reassured the customer with 3 power words
  16. I-Warm Transfer
  17. N-Acknowledge the customer by their name
  18. O-Left detailed notes
  19. G-Used tools
  20. G-Sent an ACE to a peer
  21. B-Tailored the empathy statement to the reason for calling
  22. B-Mentioned the outbound script
  23. I-Assisted in the group chat
  24. G-Enthused tone from start to finish
  25. B-Celebrated wins with the customer (reassurance)
  26. B-Branded the call
  27. B-Scheduled a callback
  28. N-Recapped the call prior to ending/transferring
  29. N-Shared best practices with a peer